Better places, thriving communities.
Company name:
Defence – Armada PFI
Job Title:
Helpdesk Operative
Reporting to (position)
Business Support Manager
Our values and behaviours
Delivering the exceptional, every day
• Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.
• Our promise to our people: a place to work where you can thrive and be your best every day.
• Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.
• Our culture – our core values and how we behave:
o We are one Mitie: we work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie.
o We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of company. We treat others as we would like to be treated. We are proud to work for Mitie.
o We go the extra mile: whether it's keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA.
o Our diversity makes us stronger: we are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.
o Our customers' business, is our business: we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.
Job objectives and responsibilities
The Armada Helpdesk Operativeis the first point of contact for all reactive maintenance requests on the Armada PFI contract at HMNB Devonport, playing a critical role in day‑to‑day service delivery. The role is responsible for accurately logging, prioritising, and managing work orders in the Maximo CAFM system, supporting planned maintenance, statutory compliance, and KPI reporting. Working closely with M&E engineers, grounds teams, projects, and internal delivery, the Helpdesk Operative ensures clear communication, high data quality, and timely progression of works, while delivering a professional, customer‑focused service in a secure and highly regulated defence environment.
Main duties
Key Responsibilities:
1. Act as the first point of contact for all reactive maintenance requests, logging calls and emails accurately.
2. Create, prioritise, and manage work orders in the Maximo CAFM system in line with contractual SLAs.
3. Dispatch and coordinate jobs with M&E engineers, grounds teams, fabric technicians, projects, and internal delivery teams.
4. Monitor job progress, chase updates, and escalate overdue or high‑risk issues.
5. Support planned preventative maintenance (PPM) scheduling and closure with correct evidence.
6. Maintain high data quality to support KPI reporting, audits, and statutory compliance.
7. Provide clear customer communication, keeping users informed of status and resolution times.
8. Produce and support daily/weekly/monthly performance and compliance reports.
9. Maintain accurate records and documentation for compliance and governance.
10. Uphold health, safety, and security requirements within a regulated defence environment.
11. Contribute to continuous improvement of helpdesk processes and customer service.
12. General Adminstrative as directed by the Business Support Manager.
Person Specification
Essential
13. Helpdesk / CAFM Expertise: Demonstrable experience in a facilities management helpdesk or service desk role, including using a CAFM system (ideally Maximo, or similar such as Concept, CAFM Explorer, Planon) to log and manage maintenance requests.
14. Customer Service: Excellent customer service skills with experience handling high call and email volumes in a professional, responsive manner. Able to remain calm and effective under pressure, especially when dealing with urgent or high-priority incidents.
15. Organisational Skills: Strong organisational and multitasking abilities. Able to prioritise a dynamic workload, manage multiple open tasks, and meet deadlines. Capable of live-monitoring ongoing jobs and juggling reactive calls while ensuring planned activities stay on track.
16. Attention to Detail: Meticulous accuracy in data entry and record-keeping. Experience maintaining data quality in databases or systems, with the ability to spot and correct errors. Awareness of the importance of accurate data for compliance and performance reporting.
17. Communication: Clear and confident communicator, both verbally (telephone/radio) and in writing (email, system notes). Able to communicate effectively with a range of stakeholders — from engineers on the ground to client representatives and site customers — adapting style to the audience.
18. Teamwork: Experience working in a team-oriented, service delivery environment. Willingness to collaborate with a diverse site team (technical staff, managers, client) and contribute to a supportive, one-team culture.
19. Problem-Solving: Proactive mindset in identifying potential issues (e.g. job delays, repeated problems, system glitches) and escalating or following through to ensure resolution.
20. Must either hold or be eligible to obtain UK Security Check (SC) clearance.
Desirable
21. Previous experience in a hard FM or estates/facilities helpdesk environment, particularly on a large single-site contract or PFI.
22. Familiarity with the IBM Maximo CAFM system (or formal Maximo end-user training certification) and understanding of SLA/KPI regimes in maintenance contracts.
23. Knowledge of basic technical facilities terminology (e.g. understanding the difference between electrical, mechanical, and building fabric issues; priority levels; health and safety requirements for maintenance tasks).
24. Experience in a customer-facing role within a high-security or highly regulated environment (e.g. defence, healthcare, critical infrastructure), demonstrating reliability and integrity.
25. Strong Microsoft Office skills (particularly Outlook, Excel, and Word) for reporting and communication purposes.
26. Experience with Coupa or similar procurement/purchase order systems.
Qualifications:
Essential
27. Education: GCSEs (or equivalent) including English and Maths.
28. IT Literacy: Demonstrable experience using computerised systems in a professional environment.
Desirable
29. Further education or vocational qualifications in business administration, customer service, or IT.
30. Formal training in a CAFM system (Maximo preferred) or qualifications in facilities management (e.g. IWFM Level 3).
31. Customer service certifications or training (e.g. NVQ in Customer Service).
32. Health and safety training or certification (e.g. IOSH Working Safely).
33. Data protection awareness (GDPR).
34. Basic technical awareness courses in electrical/mechanical safety or building services.
Health and Safety responsibilities
· Follow Group and company policies and procedures at all times;
· Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;
· Use all work equipment and personal PPE properly and in accordance with training received;
· Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;
Information Security
· Ensure compliance with Mitie's information security procedures in all activities;
· Proactively identify and report security risks to your manager;
· Report actual and suspected security incidents;
Note
This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.
At Mitie we know that ‘our diversity makes us stronger'. We're committed to creating a diverse and inclusive environment where our people can thrive and be their best every day. We are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal. We recognise the unique contributions that you can bring and our people and customers thrive when we get this right
Our market-leading offering provides you with benefits that suit your lifestyle.
We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!
We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,!
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing Christian Kalugin at .